How are you going to improve the Customer Service industry in the UAE?

I just have to agree with you. Customer Service here is far different from the customer service in other countries. I am always furious with people calling themselves customer service reps when they don't even know the meaning of it or how to deliver it, sometimes I even question them on how they were able to get the job (these are for rude customer reps on the phone). For customer service in the malls, shops, and offices, I don't have any complaints because they are all good, but take it as an example on call centers here in UAE, some of them are really impolite, will put you on hold for a long time, and will even sound uninterested in your complaints. I may only be speaking for myself but I think this country needs to have better customer service trainings for majority of the companies. I will acknowledge those companies that have good customer service reps like Tech Support department of Etisalat and some of the fast food chains, but for companies that are not usually dealing with consumers or vast number of customers, their reps are just living under the roof of mediocrity and they don't have the initiative to improve their services. I always call other companies because that is a part of my job so mostly I am always observing on how their customer service reps handles the call or the inquiry.

Hi is there any oppertunity for me. I have more than10 years experiance in customer service. I have worked in convergys and presently working as a quality Analyst monitoring the qulity of customer service provided by the customer service reps.

PFB my details

Subhranshu Ganguly

HA-118 Sec-III

Bidhan Nagar

Calcutta-700097

India

Objective

Having more than10 years experience in customer service and marketing,and having a PGDBA from Symbiosis Pune  I am looking for a Banking and financial services  ,Marketing,CUSTOMER SERVICE,HR,Technical helpdesk  job.

 

Current Working Experience

Working as a quality analyst in Hewitt Packard technical process supporting, HP, printers , desktop and laptop computers all over US and Canada. My job role includes giving feedback about call quality that includes technical trouble shooting aspect and customer handling aspect. It also includes  seeing to it that the agents perform in accordance with client HP's mandate. My experience in WIPRO is for6 years. The customers generally call about the computer(desktop/laptop) not booting up, running slow or not able to access the internet and printers notable to print,scan or fax . The issue could be resolved by downloading a patch from the internet , downloading a driver, doing a bios update or running a system restore. If that did not work recovery was the last step. Or if it was a hardware issue the hard drive self test or the diagnostic test would show an error message indicating the part had to be replaced.  The main issue with printers is printer not printing, not able to print wireless, low ink level, carriage jam and paper jam issues. The issue could be resolved by a simple step of power cycle or a complicated step of reinstalling the printer software on the computer.

Before that I have worked in Convergys working for Australian client Optus a subsidiary of SingTel. I have also worked for a banking process for Sovereign bank a bank based in New England and Mid-Atlantic region of US. My job role involved assisting the customers with both liability and asset products of the bank.  I have also served Indian customers working for Reliance Mutual Fund and life Insurance. Serving customers migrating from Post Paid BILLING to Prepaid Reliance Iidia Mobile while working in (Dhirubhai Ambani knowledge City,Navi Mumbai)DAKC  was a great experience.

I have also worked as a stipendiary Urban Career Agent for LIC and as an Agent for TATA AIG Life Insurance and General Insurance Corporation. I have worked in Standard Chartered bank room service where my job was to serve High Net worth individuals of the bank. My job profile included giving different investment options which included flexi Fixed deposits, equity Mutual funds, debt fund and bonds. My current work experience in BPO is about10 years and total experience is17 years.

Educational qualification.

Has done a PG Diploma in Business Management, from Symbiosis with specialisatoin in HR,  with classes conducted in WIPRO campus  and passed with A+ grade. Has also done a Wipro certified course in excel and power point from APTECH. Has also compleated a PGDM in finance and marketing management from Bhratiya Vidya Bhavan. Has done a post graduate course in applied computer sciences PGCACS jointly conducted by CMC and JU.

Awards

I was awarded the best QA for the year2011 by WIPRO.

Professional Qualification

I have passed AMFI and IRDA life &general  certification while dealing in Mutual Funds and Life Insurance and general insurance  products.

 

 

I am ready to relocate anywhere in the world. My present salary is Rs20000($333) per month.

Thanks & Regards

Subhranshu Ganguly

CV- cv no bayt.com

Passport no L2203992.

I have a clean driving license.

light motor vehicle driving license no- WB-

date of issue03.12.1997. valid till16.04.2020.Indian Union driving license .

 

 

How can l help you your question ❓ is good this is related my passion

UAE is a cultural diverse country, being in customer service industry, we should strive to learn at least the local language and other international language which would make communicating with other nationalities a lot easier.  For me, learning different cultural attitude will also make our service to the valued customers more exciting.

Needless to say that i lack experience with regards to the requirements of the UAE customer service points. On a general consensus one would agree with me that Customer Service points of improvement can still remain the same especially if the businesses are similar to the ones we find all over the world. Taking into consideration PEST factors in addition to the SWOT factors that affect the companies in the UAE, the following will still remain center points for customer service improvement points;

 

• Give customers a way to give feedback - physically and technologically.
• The customer is always right - ideally that simply means your customer agents needs to develop a thick skin and swallow their pride with regards to some seemingly rude customers remarks and other unwanted remarks. Being nice to a rude person will still bring out a win win in the end. Two wrongs don't make a right but two rights make a great turn.
• Product Knowledge is important. there is nothing irritating for a customer to have a customer service agent who has no idea of what they are talking about and yet to purport that they are selling a great product. The questions always come and when you least expect them so be prepared.
• Communication is the back bone because if the customer cannot understand what i might be saying is as good as saying nothing at all. Regardless of language barriers and possibly culture too it is still the responsibility of the customer service agent to probe and ideally to go out of their way to make sure that the customers understands what they need to know and of course to anticipate their needs. Find someone who understands the Language, research on cultural expectations if that might be a problem for you as an agent, ultimately do whatever you need to do to make it happen.
• Emotional Intelligence - empathize and be patient with the customers until they get what they want or more need. Be consistent whilst you are at it. Listen again and again so you will not miss anything.
• Adapt if you need to, the customer is also human therefore can change on the whim so adapt quickly and do as expected regardless. The human mind works in mysterious ways and therefore so should your response be adaptable.
• Positive Work Ethic - smile and please follow through as expected.

 

HAVE FUN PEOPLE, I DO AND ALWAYS...

 

CHEERS.

A person who is engaged in this industry should always make an assesment of  demands and interest of customers. That will increase the potential to get the heart of the customer so that he/she can rely on th company.

 

Hi, Mr. Ganguly,

I'm sorry, but I'm not an employer or hiring agent.  I'm just asking how Customer Service can be improved.

I believe customer service is from within as what we've grown as how we has been our culture and surrounding and education, customer service is not something new, it's been here since evolution right from the time of barter system. Highly missing qualities in a customer service executive are acknowledgement, gestures, politeness, paraphrasing, respect of time (long mute/hold), professional communication.. I've been in this industry for a good time and have been into Ops, Quality and Training and this is what I have been emphasizing on and have been coaching and mentoring new hires as and when I find time.